Customer Service Manager Job at GRAY, Inc
Overview:
Position Summary
What we expect… (Essential Functions)
Qualifications:
We are looking for someone who brings fresh ideas and a unique perspective to a talented marketing team, and who understands the importance of relationships and top-notch experiences. This individual will possess impeccable communication skills (oral and written) coupled with a high-level of attention to details with the ability to successfully manage multiple deadlines and overlapping events.
The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the team member is frequently required to stand, walk, sit, use hands, reach with hands or arms and talk or hear. They may occasionally be required to climb or balance, stoop, kneel, or crouch. Must occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision.
Generally, normal office environment where noise level is moderate and temperature/humidity is controlled. Overtime may be required.
Supervisory Responsibilities
EEO Disclaimer
Location : Location: US-KY-Lexington
Gray Construction is currently seeking a Manager, Customer Experiences to be based in Lexington, KY.
Responsibilities:
Why Gray?
Gray is a fully integrated, global service provider deeply rooted in engineering, design, and construction, along with smart manufacturing and equipment manufacturing services. Consistently ranked as a leader in the industry, we focus on the following markets for domestic and international customers: Food & Beverage, Manufacturing, Automotive, Distribution, Mission Critical, and Commercial.
Founded in 1960, Gray’s robust offering enables us to create one-of-a-kind solutions at the highest levels of customization, delivering unmatched precision and partnership to some of the world’s most sophisticated organizations. Still, these areas don’t define Gray—our people do. Passion, commitment, and a great team spirit all speak to the team members at Gray.
Position Summary
The Manager, Customer Experiences is essentially the face of Gray for events both customer facing and internal to Gray. This individual will possess impeccable communication skills (oral and written) coupled with a high-level of attention to details.If you are a high achiever striving to exceed expectations in a fast-paced innovative company, then Gray is the place for you.
What we expect… (Essential Functions)
- Interfaces with Gray customers for the planning and coordination of groundbreakings and grand openings, further developing the Gray customer relationship.
- Brings creative ideas for all customer events that help achieve the Gray customer goals.
- Develops relationships with state and local networks (Economic development, local officials, state officials) in the states/communities where Gray is executing projects for their involvement for a successful event.
- Manages internal Gray events (i.e. Bell Ringings, Holiday Party, Annual Meeting, etc.).
- Responsible for pre-event organization.
- Ensuring all aspects of event planning have strategic value in reaching the event’s goal which aligns to Gray’s business goals.
- Develops event budget.
- On-the-day management.
- Post-event communication, reporting, & analysis.
- Managing post-event marketing/communications (‘thank you for coming’ email, feedback surveys, etc.).
- Analyzing feedback post-event and report data to measure whether event goal was achieved.
- Works with Senior Manager, Marketing when coordinating events.
- Directs activities of coordinator, customer experiences.
Qualifications:
Who we want… (Requirements)
The Manager, Customer Experiences is the primary point of contact for Gray’s large-scale customer-facing events. This individual is responsible for organizing and managing every aspect of an event, including but not limited to conceptualizing themes, planning budgets, booking venues, liaising with key stakeholders including suppliers, vendors and Gray team members, managing logistics, and post-event reporting. This person is also responsible for assisting with virtual or streaming live events and should have a working knowledge of digital platform best practices and an ability to work closely with IT and audio-visual support teams. Gray events include industry trade shows and business-critical customer events, therefore experience in the trade show and logistics industry is a key component of this position. Additionally, the scope of this role includes in-person and virtual team member experiences and a proven ability to work cross functionally to accomplish business goals. An understanding and working knowledge of CRM is also a key component of this position for ROI analytics and reporting.
We are looking for someone who brings fresh ideas and a unique perspective to a talented marketing team, and who understands the importance of relationships and top-notch experiences. This individual will possess impeccable communication skills (oral and written) coupled with a high-level of attention to details with the ability to successfully manage multiple deadlines and overlapping events.
This team member is required to have bachelor’s degree in a related field or five to seven (5-7) years of experience in similar roles; or the equivalent combination both. Strategically prioritizing the needs and experiences of customers is a must. This position requires an individual who can work with multiple departments to understand those needs, and who develops and offers creative ideas/solutions, is detail orientated, highly organized, comfortable managing overlapping priorities, and possess excellent communication skills. Certified Meeting Professional (CMP) designation and experience with event software, such as Cvent, is a plus. Located in Lexington, Kentucky, this role is expected to confidently and professionally interact with leadership and key stakeholders within Gray to understand objectives, communicate throughout the event planning process and bring multiple functions together for success. Travel of up to 25% can be expected in this position.
The new team member should be an energetic, self-motivated individual who enjoys a team environment, as well as a passion for collaboration and professional development. If you are a high achiever striving to exceed expectations in a fast-paced innovative company, then Gray is the place for you.
The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands & Work Environment
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the team member is frequently required to stand, walk, sit, use hands, reach with hands or arms and talk or hear. They may occasionally be required to climb or balance, stoop, kneel, or crouch. Must occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision.
Generally, normal office environment where noise level is moderate and temperature/humidity is controlled. Overtime may be required.
Supervisory Responsibilities
The Coordinator, Customer Experiences will report to this position.
EEO Disclaimer
Gray is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Location : Location: US-KY-Lexington
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